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公开(公告)号：US10262195B2
公开(公告)日：2019-04-16
申请号：US15244794
申请日：2016-08-23
发明人： Kelly Conway , Christopher Danson
摘要： Methods and systems to predict user behavior based on analysis of a video communication by one or more processors, which methods include receiving a user video communication, extracting video analysis data optionally including facial analysis data for the user from the video communication, extracting, by the one or more processors, voice analysis data from the user video communication, generating an outcome prediction score based on the video analysis data and voice analysis data that predicts a likelihood that a user will take an action leading to an outcome.
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公开(公告)号：US10129402B1
公开(公告)日：2018-11-13
申请号：US16003258
申请日：2018-06-08
发明人： Kelly Conway , Keene Hedges Capers , Christopher Danson , Douglas Brown , David Gustafson , Roger Warford , Melissa Moore
摘要： A method for analyzing caller interaction events that includes receiving, by a processor, a caller interaction event between an agent and a caller, extracting, by a processor, caller event data from the caller interaction event, analyzing, by a processor, the caller event data, and generating, by a processor, a report displaying one or more selected categories of the caller event data. Systems and non-transitory, computer readable media that control an executable computer readable program code embodied therein, are also described.
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公开(公告)号：US09437215B2
公开(公告)日：2016-09-06
申请号：US14996913
申请日：2016-01-15
发明人： Kelly Conway , Christopher Danson
CPC分类号： G06K9/00342 , G06K9/00302 , G06K9/00335 , G06K9/00597 , G06K2009/00328 , G06T7/20 , G06T2207/10016 , G06T2207/30201 , G10L15/26 , G10L17/22 , G10L17/26 , G10L25/57 , G10L25/63
摘要： The methods and systems described herein predict user behavior based on analysis of a user video communication. The methods include receiving a user video communication, extracting video facial analysis data from the video communication, extracting voice analysis data from the video communication, associating the video facial analysis data with the voice analysis data to determine an emotional state of a user, collecting biographical profile information specific to the user, applying a linguistic-based psychological behavioral model to the spoken words to determine personality type of the user, and inputting the collected biographical profile information, emotional state, and personality type into a predictive model to determine a likelihood of an outcome of the video communication.
摘要翻译： 本文描述的方法和系统基于用户视频通信的分析来预测用户行为。 所述方法包括接收用户视频通信，从视频通信中提取视频面部分析数据，从视频通信中提取语音分析数据，将视频面部分析数据与语音分析数据相关联，以确定用户的情感状态，收集传记 对用户特有的个人资料信息，对语言单词应用基于语言的心理行为模型以确定用户的个性类型，以及将收集的个人简历信息，情绪状态和个性类型输入到预测模型中，以确定 视频通信的结果。
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公开(公告)号：US09269374B1
公开(公告)日：2016-02-23
申请号：US14525002
申请日：2014-10-27
发明人： Kelly Conway , Christopher Danson
CPC分类号： G06K9/00342 , G06K9/00302 , G06K9/00335 , G06K9/00597 , G06K2009/00328 , G06T7/20 , G06T2207/10016 , G06T2207/30201 , G10L15/26 , G10L17/22 , G10L17/26 , G10L25/57 , G10L25/63
摘要： The methods and systems described herein predict user behavior based on analysis of a user video communication. The methods include receiving a user video communication, extracting video facial analysis data from the video communication, extracting voice analysis data from the video communication, associating the video facial analysis data with the voice analysis data to determine an emotional state of a user, applying a linguistic-based psychological behavioral model to the voice analysis data to determine personality type of the user, and inputting the emotional state and personality type into a predictive model to determine a likelihood of an outcome of the video communication.
摘要翻译： 本文描述的方法和系统基于用户视频通信的分析来预测用户行为。 所述方法包括接收用户视频通信，从视频通信中提取视频面部分析数据，从视频通信中提取语音分析数据，将视频面部分析数据与语音分析数据相关联，以确定用户的情绪状态， 基于语言的心理行为模型，用于确定用户的个性类型的语音分析数据，以及将情绪状态和个性类型输入到预测模型中，以确定视频通信结果的可能性。
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公开(公告)号：US09137372B2
公开(公告)日：2015-09-15
申请号：US13828154
申请日：2013-03-14
发明人： Kelly Conway , David Gustafson , Douglas Brown , Michael Glen Gates , William Duane Skeen , Brendan Joyce
CPC分类号： H04M3/5232 , H04M3/5175 , H04M3/5183 , H04M3/5233 , H04M3/5235 , H04M2203/408 , H04M2203/551
摘要： The methods, apparatus, and systems described herein are designed to route customer communications to the best available agent. The methods include predicting a personality type of the customer, determining the occupancy level of agents to provide a list of available agents, providing a routing recommendation based on the predicted personality type of the customer and agent data such as proficiency in handling customers with the predicted personality type, and/or analyzing real-time customer-agent interactions.
摘要翻译： 本文描述的方法，装置和系统被设计为将客户通信路由到最佳可用代理。 这些方法包括预测客户的个性类型，确定代理人提供可用代理的列表的占用水平，基于客户的预测个性类型和代理数据提供路由推荐，例如处理客户的熟练程度与预测的 个性类型和/或分析实时客户代理交互。
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公开(公告)号：US08983054B2
公开(公告)日：2015-03-17
申请号：US14515642
申请日：2014-10-16
CPC分类号： H04M3/42221 , G10L15/265 , H04M3/5166 , H04M3/5232 , H04M3/5235 , H04M2203/407 , H04M2203/408 , H04M2203/551
摘要： A method for automatically routing a telephonic communication to at least one of a plurality of communication destination addresses is provided. The method is implemented by a computer readable medium having a plurality of code segments. The method comprises the step of receiving customer identifier and communicating with a customer history database configured to store historic data. The method also includes determining whether the received customer identifier corresponds to a stored customer identifier in the customer history database. Historic data corresponding to the stored customer number is identified based on the comparison of the received customer identifier and the stored customer identifier. The telephonic communication is associated with a predetermined communication destination based on the identified historic data. The associated communication data is transmitted to a switching signal.
摘要翻译： 提供了一种用于将电话通信自动路由到多个通信目的地地址中的至少一个的方法。 该方法由具有多个代码段的计算机可读介质来实现。 该方法包括接收客户标识符并与被配置为存储历史数据的客户历史数据库进行通信的步骤。 该方法还包括确定所接收的客户标识符是否对应于客户历史数据库中存储的客户标识符。 基于所接收的客户标识符与所存储的客户标识符的比较来识别对应于所存储的客户号码的历史数据。 电话通信基于所识别的历史数据与预定的通信目的地相关联。 相关联的通信数据被发送到切换信号。
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公开(公告)号：US08867733B1
公开(公告)日：2014-10-21
申请号：US14090949
申请日：2013-11-26
发明人： Kelly Conway , David Gustafson , Douglas Brown , Michael Glen Gates , William Duane Skeen , Brendan Joyce
IPC分类号： H04M3/523
CPC分类号： H04M3/5232 , H04M3/5175 , H04M3/5183 , H04M3/5233 , H04M3/5235 , H04M2203/408 , H04M2203/551
摘要： The methods, apparatus, and systems described herein are designed to route customer communications to the best available agent. The methods include predicting a personality type of the customer, determining the occupancy level of agents to provide a list of available agents, providing a routing recommendation based on the predicted personality type of the customer and agent data such as proficiency in handling customers with the predicted personality type, and/or analyzing real-time customer-agent interactions.
摘要翻译： 本文描述的方法，装置和系统被设计为将客户通信路由到最佳可用代理。 这些方法包括预测客户的个性类型，确定代理人提供可用代理的列表的占用水平，基于客户的预测个性类型和代理数据提供路由推荐，例如处理客户的熟练程度与预测的 个性类型和/或分析实时客户代理交互。
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公开(公告)号：US11043136B2
公开(公告)日：2021-06-22
申请号：US16511122
申请日：2019-07-15
摘要： A personality-type training gamification system that includes a communications link configured to receive one or more communications, an analysis processor in bi-directional communication with the communications link with a plurality of non-transitory computer readable instructions stored in association therewith that are accessible to, and executable by, the processor, wherein the plurality of instructions, when executed receive the one or more communications from the communications link, analyze the one or more communications to identify personality types associated with the one or more communications, provide an overview of each identified personality type to a user; and provide one or more games or quizzes to the user and instructions to take the one or more games or quizzes to test the user's knowledge of the plurality of personality types provided; and a display device configured to display to the user at least a performance analysis for the user.
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公开(公告)号：US10366620B2
公开(公告)日：2019-07-30
申请号：US15260725
申请日：2016-09-09
摘要： Devices, systems, and methods are provided that receive communications from a contact and conduct linguistic analysis of the communications. A user is taught to facilitate communication with the contact, based on the linguistic analysis, which may include providing recommendations based on personality types. A gamification system may be provided to teach the user about personality types.
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公开(公告)号：US10194029B2
公开(公告)日：2019-01-29
申请号：US15944472
申请日：2018-04-03
发明人： Kelly Conway , Christopher Danson , Douglas Brown , David Gustafson , Roger Warford , Melissa Moore , Keene Hedges Capers
摘要： Methods, behavioral assessment computer program products, and systems for analyzing electronic customer communication data, generating behavioral assessment data and displaying instructions to a user that include receiving electronic customer communication data from one or more servers configured to provide a user interface comprising a web site, web portal, or virtual portal or application, wherein the electronic communication data includes comments posted on an online forum; determining that the comments include bot comments; identifying a customer associated with the received electronic customer communication data; generating behavioral assessment data for the received electronic customer communication data for the identified customer; and displaying instructions to a user via a reporting engine, wherein the instructions are based on the generated behavioral assessment data.
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